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Zendesk Talk

Zendesk Talk

Overview

What is Zendesk Talk?

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other…

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Recent Reviews

Zendesk Review

9 out of 10
March 10, 2020
Incentivized
It was being used by my company as a point of contact for customer contact. It was used by our expert customer service reps and they had a …
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The Right Voice

5 out of 10
December 21, 2018
Incentivized
The whole organization is using Zendesk Talk. By using Zendesk Talk, it brings all our support interactions into one platform and …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Outbound response (13)
    8.5
    85%
  • Recording (14)
    7.9
    79%
  • Call forwarding (14)
    7.7
    77%
  • Agent dashboard (15)
    7.4
    74%

Reviewer Pros & Cons

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Verified User
Employee in Customer Service
Computer Software Company, 51-200 employees
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Pricing

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Zendesk Talk

Zendesk Talk

N/A
Unavailable

What is Zendesk Talk?

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

8 people also want pricing

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.6
Avg 8.3
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Product Details

What is Zendesk Talk?

Zendesk Talk Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.

Reviewers rate CRM software integration highest, with a score of 9.6.

The most common users of Zendesk Talk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(41)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
March 10, 2020

Zendesk Review

Verified User
Project Manager in Customer Service
Consumer Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
It was being used by my company as a point of contact for customer contact. It was used by our expert customer service reps and they had a smooth experience with it.
Pros and Cons
  • Clear sound makes callers easy to understand.
  • Easy to understand software.
  • Maybe an updates display, it seems out of date.
  • Larger text and numbers.
Likelihood to Recommend
If you have a call center and plan on reviewing calls and past contacts on a ticketing system, Zendesk would be worth a try. If you are uninterested in call history or note-taking, you could use another service.
Zendesk Talk Feature Ratings
Contact Center Software (7)
40%
4.0
Agent dashboard
70%
7.0
Outbound response
10%
1.0
Call forwarding
N/A
N/A
Click-to-call (CTC)
60%
6.0
REST APIs
N/A
N/A
Call tracking
90%
9.0
CRM software integration
50%
5.0
Workforce Optimization (WFO) (8)
25%
2.5
Inbound call routing
50%
5.0
Recording
80%
8.0
Quality management
N/A
N/A
Call analytics
N/A
N/A
Historical reporting
N/A
N/A
Live reporting
N/A
N/A
Customer surveys
N/A
N/A
Customer interaction analytics
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Alternatives Considered
We switched to Kustomer, as it is omnichannel and Zendesk is not.
Support Rating
9
It did what was expected, but could have looked better. The interface seems to be lacking.
Other Software Used
February 13, 2020

Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.

SM
Shea Mworia
Director of Customer Service
Camp Gladiator (Health, Wellness and Fitness, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Zendesk Talk is currently only being used by our Customer Service department. We prominently use Zendesk Talk more than any other channel of communication. In fact, we removed email as a channel of communication in 2019 to drive more volume to our phones for quicker response and full resolution times.
Pros and Cons
  • Allows for quick resolve with a one touch resolution for our customers.
  • The ability to track interactions with our customers on one ticket. Such as answering their questions via Zendesk Talk and following up with a recap email.
  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
Likelihood to Recommend
Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Zendesk Talk Feature Ratings
Contact Center Software (13)
40.76923076923077%
4.1
Agent dashboard
70%
7.0
Validate callers
50%
5.0
Outbound response
70%
7.0
Call forwarding
80%
8.0
Click-to-call (CTC)
80%
8.0
Warm transfer
80%
8.0
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
50%
5.0
Multichannel integration
50%
5.0
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
51.11111111111111%
5.1
Inbound call routing
60%
6.0
Omnichannel inbound routing
N/A
N/A
Recording
90%
9.0
Quality management
80%
8.0
Call analytics
60%
6.0
Historical reporting
60%
6.0
Live reporting
50%
5.0
Customer surveys
30%
3.0
Customer interaction analytics
30%
3.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Alternatives Considered
Prior to using Zendesk Talk, we used standard hand held phones in the office. Zendesk Talk has made us 75% more productive and efficient and allowed us to reach a lot more customers to serve.
Support Rating
4
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
February 13, 2020

Zendesk Talk

Vincent Frisina | TrustRadius Reviewer
Vincent Frisina
Director of Marketing
Visage Mobile (Wireless, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We support customer end-users using Zendesk Talk as a branch of the customer's own internal IVR.
Pros and Cons
  • Logging calls
  • Availability management
  • User interface
  • Setup
Likelihood to Recommend
Zendesk Talk an excellent tool for satellite agents and helps ensure proper call logging and issue tracking.
Zendesk Talk Feature Ratings
Contact Center Software (13)
44.61538461538461%
4.5
Agent dashboard
20%
2.0
Validate callers
30%
3.0
Outbound response
N/A
N/A
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
30%
3.0
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
55.55555555555556%
5.6
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
50%
5.0
Call analytics
20%
2.0
Historical reporting
40%
4.0
Live reporting
90%
9.0
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Ability to offer help desk solution without turning up a call center
Alternatives Considered
Zendesk Talk integrated with the help desk pretty quickly.
Support Rating
4
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
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